“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”
According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”
If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.
“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.
From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.
It involves a complete experience. Agree?
But, according to Vasel, “Spirit said it's made substantial strides in the past year.”
"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.
Now, that’s better news, right?